Project Implementation and Lessons Learned: A Vendors View Joe Boyce, PMP Project Manager j o [email_address] www.isoftplc.com

Agenda Introduction iSOFT Health Projects Risks and Mitigation Lessons Learned Process Lessons / Recommendations

Introduction

iSOFT

Health Projects

Risks and Mitigation

Lessons Learned Process

Lessons / Recommendations

Introduction – Joe Boyce iSOFT Project Manager Project Manager responsible for the delivery of multiple projects and programs of work with District Health Boards in New Zealand and equivalent organisation’s in Australia Information Services at Auckland District Health Board with roles in support and project management. Project Management Professional (PMP)

iSOFT Project Manager

Project Manager responsible for the delivery of multiple projects and programs of work with District Health Boards in New Zealand and equivalent organisation’s in Australia

Information Services at Auckland District Health Board with roles in support and project management.

Project Management Professional (PMP)

iSOFT Significant presence in New Zealand and Australia Hundreds of projects each year Private and Public Sector Upgrades and new deployments Patient Administration Clinical Work Station Laboratory and Radiology Infrastructure Pharmacy Management

Significant presence in New Zealand and Australia

Hundreds of projects each year

Private and Public Sector

Upgrades and new deployments

Patient Administration

Clinical Work Station

Laboratory and Radiology

Infrastructure

Pharmacy

Management

Health Projects: Unique, but the same… Project Management Professional (PMP®) ISO9001 LIC13879

Risks and Mitigation Increased costs Increases in the timeline Increase in resource utilisation Impacts on quality

Increased costs

Increases in the timeline

Increase in resource utilisation

Impacts on quality

Lessons Learned Process New Zealand and Australia Past three years Formal Post Implementation Review Informal Post Implementation Review Direct observations and reporting Independent peer reviews External reviews (Audits) Published Internally and externally to clients

New Zealand and Australia

Past three years

Formal Post Implementation Review

Informal Post Implementation Review

Direct observations and reporting

Independent peer reviews

External reviews (Audits)

Published Internally and externally to clients

Lessons Learned – Resources * Estimation Lead time Quality and Ability Utilise vendors in pre-scoping planning to assist in estimating resource needs and contingency budgets back fill contingencies that allow the attraction of the best people onto the project Sourced both in-house and external for a cross section of skills and latest best practice (mixed teams) A Business Analyst is required on the team to manage the business process change plan

Estimation

Lead time

Quality and Ability

Utilise vendors in pre-scoping planning to assist in estimating

resource needs and contingency budgets

back fill contingencies that allow the attraction of the best people onto the project

Sourced both in-house and external for a cross section of skills and latest best practice (mixed teams)

A Business Analyst is required on the team to manage the business process change plan

Lessons Learned – Resources ** Resources from organisations/services that have recently implemented Enlist a team member from the site or service that is next in line to implement so that the skills and knowledge can be passed along Migration and Integration specialists are required Longer projects require significant planning around this change freeze and resource non-availability Mixed teams Inter client/org/service Technical Requirements Christmas / New Year

Resources from organisations/services that have recently implemented

Enlist a team member from the site or service that is next in line to implement so that the skills and knowledge can be passed along

Migration and Integration specialists are required

Longer projects require significant planning around this change freeze and resource non-availability

Mixed teams

Inter client/org/service

Technical Requirements

Christmas / New Year

Lessons Learned - Engagement Governance Business Process Communication Plans Change Management Executive Level sponsorship is essential to the well being of the project Business processes need to be fully documented at an early stage. Changes are likely. Document the end state Communication Plans need to be developed and used Updated All stake holders - including vendors and clients project teams Change Management needs to be active and driven by senior management across all levels

Governance

Business Process

Communication Plans

Change Management

Executive Level sponsorship is essential to the well being of the project

Business processes need to be fully documented at an early stage. Changes are likely. Document the end state

Communication Plans need to be developed and used

Updated

All stake holders - including vendors and clients project teams

Change Management needs to be active and driven by senior management across all levels

Lessons Learned – Testing Testing Requirements Strongly linked to the business process is a comprehensive Testing Plan entries exits sign off UAT process and resources The appointment of Testing Manager with ownership is an essential element to success

Testing Requirements

Strongly linked to the business process is a comprehensive Testing Plan

entries

exits

sign off

UAT process and resources

The appointment of Testing Manager with ownership is an essential element to success

Lessons Learned – Training Training learning the new application new business processes to support it training materials development trainer development effort often underestimated Other constraints availability of training facilities familiarity of users with “Windows” Establish and undertake a training needs analysis as part of the planning phase to keep this activity off the critical path across the board issues (how to use a mouse) specifically identified issues (how to ensure compliance with entry of Ministry of Health extract requirements)

Training

learning the new application

new business processes to support it

training materials development

trainer development

effort often underestimated

Other constraints

availability of training facilities

familiarity of users with “Windows”

Establish and undertake a training needs analysis as part of the planning phase to keep this activity off the critical path

across the board issues (how to use a mouse)

specifically identified issues (how to ensure compliance with entry of Ministry of Health extract requirements)

Lessons Learned – Go Live Report Management Plans (sub-project) implemented with appropriately resourced Analysts and Developers The implementation of strong processes for username and password deployment to end users The development and delivery of significant testing for document and label printing Operational Reporting Usernames & Password Printing

Report Management Plans (sub-project) implemented with appropriately resourced Analysts and Developers

The implementation of strong processes for username and password deployment to end users

The development and delivery of significant testing for document and label printing

Operational Reporting

Usernames & Password

Printing

Questions